Troubleshoot problems after making a payment

Applies to Cloud Identity Premium and other paid subscriptions in your Google Admin console.

If you tried to fix a payment issue and are still experiencing problems with your services, check out these troubleshooting tips for help resolving the issue.

Before you begin

Sign out of the Admin console, and then sign back in.

Troubleshoot your issue

I made a manual payment, but my account still isn’t active.

If your account isn’t active after you make a payment and bring the outstanding balance on the account to 0, this most likely means that your primary payment method isn’t valid.

Remember: If your account is suspended or in a grace period, that means we couldn’t charge your primary payment method. If you make a manual payment with a new card or bank account, that brings your balance down to 0—but it doesn’t change your primary payment method.

Because that method still isn’t valid, your account will go back into grace or suspension the next time we try to charge that payment method. To fix this, make your new card or bank account your primary payment method.

After you set your new credit card or bank account as primary, we’ll activate your account within a few hours

I tried to pay my balance, but the payment didn’t go through.

If you fixed your payment method but your payment still fails, make sure your payment method is indeed valid. Then, try fixing it again by following the steps to fix a payment method in the Google Admin console.

In the meantime, you can pay your balance and avoid or lift a suspension by using another payment method. We recommend paying more than your minimum amount due so that you’re covered until your primary payment method is fixed.

I paid my balance, but I’m still seeing a payment due error message.

Sometimes, it takes our system awhile to process a payment. We recommend signing out of your account and signing in again. If you still see the error message, your payment might have failed. You need to follow the steps to fix your payment method in the Google Admin console.

I paid my balance, but users can’t access a service (Gmail, Calendar, and so on).

You and your uses should sign out of your accounts and sign in again.

If a service still isn’t available, turn the service off and back on again for your users.

I made a payment and my account was charged twice.

If you pay your balance, our system might still complete an automatic charge later. This results in a double charge. If this happens, we'll apply any leftover credit to your next payment.